intelli-CTi for Microsoft Dynamics CRM - Product Tour

This section provides an outline and product storyboard of some of the key features of intelli-CTi with integration with Microsoft Dynamics CRM.  

Click images to zoom for more details.

intelli-CTi Inbound Caller Recognition
Showing intelli-CTi receiving an inbound telephone call, providing the ability to manage (answer) the call directly from the Telephone Call Manager.
 
With the addition of integration with Microsoft Dynamics CRM, intelli-CTi provides automatic caller recognition and presentation of the callers details (e.g. CRM Account/Contact or Lead).
 
Selection of the caller will then show their details within Microsoft Dynamics CRM.

 

intelli-CTi Preview (Outbound) Dialing (e.g. Dialing a CRM Contact)

intelli-CTi provides the ability to easily click-to-dial people and organisations within your Dynamics CRM (e.g. CRM Accounts, Contacts and/or Leads), with just a single click.

Knowing exactly the entity within CRM you are currently working with, intelli-CTi automatically displays this within the Dynamics CRM Dialer upon the Breeze Desktop side-bar. As you move around different entities within CRM, the Dynamics CRM Dialer automatically maintains context to the current entity.
 
Selecting the CRM entity from the Dynamics CRM Dialer along with the target telephone number you wish to dial, is all that is required to make the telephone call.
The intelli-CTi Dynamics CRM Dialer provides the ability to dial CRM entities from both list-views and detail forms, and associated CRM content views such as CRM Cases and Opportunities.
 
This light-touch integration approach enables the preview dialing of CRM entities from potentially anywhere within Dynamics CRM where an association to a person or organisation can be established.

 

intelli-CTi In-Call Contact Management (Dynamics CRM Call Assistant)
intelli-CTi provides complete support throughout the lifecycle of a telephone call, to aid and assist the CRM user with managing the call.
 
The CRM user is able to capture notes during the call within the Telephone Call Manager notepad. These notes will ultimately be captured into the CRM Activity and History tracking of the call within CRM.
 
The CRM user is also provided a unique feature known as the Dynamics CRM Call Assistant, which provides context related access to much of your CRM solution throughout the lifecycle of the telephone call. See the next outline for more information on the Dynamics CRM Call Assistant.
 
Furthermore, due to the unique presentation style of intelli-CTi’s call management upon the Breeze Desktop sidebar, the CRM user also has full access to their CRM solution throughout the entire telephone call.

 

intelli-CTi - Microsoft Dynamics CRM Call Assistant

Unique to intelli-CTi for Microsoft Dynamics CRM is the Dynamics CRM Call Assistant feature.

 
This smart feature provides the CRM user with an in-call context related control panel throughout the lifecycle of the telephone call, upon which all CRM entities associated to the telephone call can be referenced and accessed.
 
Initially showing reference to the related CRM Account and Contact (or Lead), with the added ability to view and access further CRM related information about the caller such as Activities, Cases and Opportunities.
 
Additional CRM content can be associated with the telephone call, aiding the end of call wrap-up process and call reporting features – see below.

 

intelli-CTi Post-Call Wrap-up Capability
After each telephone call is complete, intelli-CTi provides the complete ability to wrap-up the telephone call and to action any post-call follow-up processes within Microsoft Dynamics CRM.
The intelli-CTi Call Wrap-up feature provides a concise summary of the telephone call, including:
  • Statistical information about the call
  • Details of the related caller (e.g. CRM Account/Contact)
  • Notes captured during the call
  • CRM Activity management
  • CRM Case/Opportunity management
The intelli-CTi Wrap-up provides the ability to continue capturing notes together with options to further manage the call within Dynamics CRM.

 

 

 

 

 

intelli-CTi Telephone Call Activity Management in Microsoft Dynamics CRM

 

intelli-CTi automatically captures every telephone call as a single CRM Activity/History item within Microsoft Dynamics CRM, complete with every CRM entity relationship associated to the telephone call.

 

The detail of each intelli-CTi CRM Activity item automatically includes information gathered and captured during the call, including subject, call notes, regarding, call direction and call categorization.
 
intelli-CTi’s recording of telephone call activity within CRM harnesses the inherent activity management power and process flow of Microsoft Dynamics CRM.

 

 

intelli-CTi Call History Tracking
intelli-CTi automatically records each telephone call within Microsoft Dynamics CRM into an extended CRM entity ofstructured statistical call data, called “Call History”.
 
This statistical recording of each telephone callcontains detailed information about all telephone calls both inbound and outbound, together with their complex relationship to related CRM entities.
 
The depth of telephone call information captured by intelli-CTi, enables detailed analysis of your telephony activity with Microsoft Dynamics CRM – See the CRM CTi Dashboards section below.
 
As intelli-CTi Call History is automatically captured into your CRM solution, it also provides a complete audit trail of telephone activity with your CRM customers.
 
Each intelli-CTi call history item contains detailed information about each telephone call, including:
  • Call Relationships (CRM entitiesrelating to the call)
  • Call Notes (call subject and notes captured on the call)
  • Call Timings (detailed dates, timingsand durationof the call)
  • Call Information (call source, call direction, call result etc.)

 

intelli-CTi - Microsoft Dynamics CRM CTi Dashboards
intelli-CTi for Microsoft Dynamics CRM provides a set of CTI Dashboard reports based upon the rich content of call tracking data stored within Dynamics CRM, captured by intelli-CTi.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

intelli-CTi for Microsoft Dynamics CRM - Feature Summary

  • Delivering great customer service by the instant retrieval of Account and Contact information in Microsoft Dynamics CRM when a telephone call is received.
  • Increasing productivity by improving the speed and accuracy of outbound calling with one-click dialling of Microsoft Dynamics CRM Accounts, Contacts and Leads.
  • Assisting the call flow process with rich detailed information from CRM via the Dynamics CRM Call Assistant, to streamline the use of CRM to deliver fast efficient customer interaction.
  • Call wrap-up capability for managing post call operations in CRM such as note taking, Activity management, Case management, and/or Opportunity management.
  • Seamlessly managing complex CRM entity relationships to ensure quality data captured across multiple related CRM entities.
  • Automatic logging of telephone call statistics together with associated customer data to enable valuable analysis and business intelligence.
  • Seamless connectivity to your CTI-enabled telephone systems through intelli-CTi's support for standard telephony interfaces (TAPI, TSAPI, CSTA, MiTAI, OAI), including Voice Over IP (VOIP).
  • Telephone system independent with a wide range of telephone systems supported, see our intelli-CTi Phone System Compatibility List for full details.
  • Lite touch integration into Microsoft Dynamics CRM
  • Desktop integration with dynamic active sidebar display.
  • On-screen call display (soft-phone) for call handling capability.
  • Multiple call support.
  • Outbound dialling support from any CRM related entity.
  • New In-call “Call Assistant”.
  • In-call note capture capability.
  • Rapid implementation.
  • Flexible and extendable framework solution - intelli-CTi has been future-proofed with it's open and flexible design. For example, if the environment changes, i.e. the phone system is upgraded, the solution will not need re-engineering.
  • Citrix/Terminal Server support.
  • Multi-site CRM deployment with multi-telephone system support.

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